MobileRun missing data after pausing - Android 2.43+

[AlessFitbit]

Fitbit Update: 9/26/17

Hello, everyone! I wanted to make it known that I haven't forgotten about this issue with MobileRun. Our team is aware of this ongoing problem, however, I don't have a timeline for when there will be a fix available. I understand many of you are frustrated with this feature, and I hope to give you all more information soon. Thanks for your continued patience! 

Just to be clear, this thread is for the MobileRun issue for when you initiate a Run/Walk, if you 'Pause' your activity and then 'Resume' after you finish, you will not see your map or some of your exercise data. Alternatively, this does not happen if you 'Pause' and 'Finish' your Run/Walk right away. 

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Fitbit Update: 7/20/17

Thanks everyone for providing the information requested about this MobileRun issue. It appears since the Android app version 2.43, users who initiate a MobileRun on their devices and later pause it at some point will not have all the data saved when syncing afterward. This data can include the map and distance data. 

I really appreciate your cooperation and patience while our team works towards a resolution. I know many of you have been active on this thread and I want to make sure you know all your input has been very helpful in determining the factors. I will continue to update this thread when there is more information available. Thanks again for your help! 

[Colinm39]

@TheBoyCanFlyThanks for getting back... In my testing I have found you can test with just over a minute of GPS (MobileRun) exercise tracking.  I will test all three tonight with a simple pause and Finish with the super short duration..

Do you ever see the message "Fitbit App has stopped" ? after you do the Finish..

[PiLesley]

You don't actually think they'd specifically put it in the list of fixes?
That would be an explicit admission of a specific bug.
These companies never admit to specify bugs.
You'd have grounds to claim for not fit for purpose if you had admission in black and white!

Sent by LeSLeY

[Colinm39]

@PiLesleyI'm a very retired Engineer and Computer Specialist since 1968 and when I go through the forums and see the number of "bugs", think of the number of phone types, their operating systems, the number of tracker types, browsers and PC IOS's... I would be having a difficult time managing the sequencing of the fixes.

I was fortunate to manage and work in a multi billion $ construction industry and our financing was always positive.,  With Fitbit, who are technology driven and rely on new sales/product to finance growth, and any drop off will always affect support. 

In my computing it was all financial based and you burnt the midnight oil if the books didn't balance. But on the engineering computing side some of the problems took weeks to resolve and safety was the first priority if it affected a structure... As you have posted recently, anything Fitbit, don't do or communicate, affects the credibility and the "bottom line".. But it doesn't harm people..

So I concentrate on help from Fitbitters like you, who home in an offer a work around..

Unfortunately we rarely see the moderators patting us on the back, because as you post.. It is admitting a problem.

Keep up the posting.... and I will post later6y-30pm here and a lovely evening for GPS testing.

[Quppa]

Sadly 2.47 has not fixed the issue. The Fitbit app didn't visibly crash, but all record of the exercise is gone. The pace showed up as 0:00, also.

[PiLesley]

What has happened is they didn't thoroughly test android app update 9th march.
They will have tested, but we the users are the ultimate free labour to test to destruction.
As we very quickly did.
We found bug immediately, so the testing must have been very minimal.
Now, once they recognised the problem, or should i say... WE specified the problem, they should have estimated time to fix.
We have been given no estimate.
If the time was protracted, we currently at 6 weeks with no fix, they should have rolled back the update.
Put us back to where we were and then taken their time to fix and test without upsetting their customer base.

That's my opinion anyway!

Sent by LeSLeY

[PiLesley]

Now there's a surprise!
9th March and now 20th April.

Sent by LeSLeY

[TheBoyCanFly]

@Colinm39 To be honest, I've only ever done it once, and I didn't get the crash message.  If I did, I might have thrown it off the edge of the cliff.  Luckily, I got the green screen, and then it showed the map with all the splits, although the net result was the same.  No exercise logged 😞

I'll be doing it all through the actual Fitbit hardware from now on.  I only did it through the app as I was new to Fitbit and couldn't be bothered to read the manual so just used the app.

[Colinm39]

@TheBoyCanFlyThe error message that the "Fitbit App has stopped" comes after you use the back arrow, sync and see if the map gets synced.  That's after you have done a Pause, Continue, Pause and Finish.

My tests were on App Version 2.47. They were 2 short tests with MobileRun for each, Hike, Walk and Run. Also one test for Blaze Connected GPS.

The 1st was a Pause, Resume, Pause and Finish and the 2nd just a Pause and Finish.

The Pause and Resume synced nothing and left no traces of any activity on the Dashboard. When you did the back arrow to make sure it synced they all came up with "Fitbit App has stopped"..

The Pause and Finish worked as expected.

The Connected GPS Blaze test, I paused and resumed with that then finished and everything synced across as normal.. No lost data.

I sequenced the tests as Hike, Pause, Resume, Finish, back arrowed, then tapped the, "restart Fitbit App stopped message", and that allowed me and Hike, Pause and Finish with correct results.

For those wanting to test, as long as you have at least 1+ minutes elapsed for the activity that can be "saved". Makes testing quicker and easier.

@ErickFitbitfor your info V2.47... MobileRun

[L1999]

Same here. I called customer service before I found this thread, but they didn't have a ton of help for me.  I have a Fitbit One, which I'm pretty sure doesn't have GPS capability. I know it's the app that's tracking me, but I wonder if the One is somehow overwriting when they sync steps or something. Or if there is another setting in-app that I somehow messed up.  However, I saw everything there at the end of my run with my own eyes, the map, splits, etc.  And then it didn't get logged. I'm new to Fitbit but I did this 3 times and it worked, and now 2 times and it hasn't worked.

[L1999]

I have a Fitbit One, so your suggestion does not work for me.  I was really enjoying the MobileRun the three times it worked.  Now I've been disappointed to lose 2 runs.  Everything looked to be logging perfectly, and then it just did not go into my exercise log.

[USAF-Larry]

@L1999, did you do a Pause and then Resume during your run?  Or, did you do the complete run without pausing and then Finish the run?

[Rich_Laue]

@L1999 then you want to use the Movile run in the app, but fo not press pause and then resume,  you mut hold the stop down after pressing pause. Your maps will be saved.

[L1999]

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@USAF-Larry wrote:

@L1999, did you do a Pause and then Resume during your run?  Or, did you do the complete run without pausing and then Finish the run?

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In fact I did, both times! Thanks for this message, I haven't made it through the whole thread but decide to jump to the last page to see if anything had been discovered.

[USAF-Larry]

@L1999, that is the problem.  It is a known bug that if you press Pause and then Resume while using MobileRun it will cause the activity to not be saved.  If Pause is not used during the activity and you use Finish to end it, the activity with maps will be saved.  Fitbit is working to try to resolve this issue.

[Colinm39]

For those worried about this you can do small tests, as long as they are over  over 1 minute in duration and you are moving. Thos will prove to yourselves that it is a hard on bug as @USAF-Larry has posted.. and... give you confidence to use the feature...

I tried all three methods walk, run and hike... They all failed on a pause, resume, finish and they all saved on a pause, finsh with no resumes.

You will notice on the screen at end the pace is 0:00 but on your saved data everything is there.

If you get a display at the end saying "Fitbit App has stopped", that indicates you won't save your maps..

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@USAF-Larry wrote:

@L1999, that is the problem.  It is a known bug that if you press Pause and then Resume while using MobileRun it will cause the activity to not be saved.  If Pause is not used during the activity and you use Finish to end it, the activity with maps will be saved.  Fitbit is working to try to resolve this issue.

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[L1999]

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@Rich_Laue wrote:

@L1999 then you want to use the Movile run in the app, but fo not press pause and then resume,  you mut hold the stop down after pressing pause. Your maps will be saved.

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@Rich_Laue Thanks for your prompt help and advice!  I tried it tonight and it worked!  I simply made sure not to pause and resume.  I have to say, the community help here has been so quick and helpful, in drastic comparison to the Fitbit customer service I spoke to on the phone last evening.  He was very polite, but he sounded like he had never once heard of this problem, and we went through several typical troubleshooting issues.  I'm glad to use this work-around for now, and hopefully they will fix it so you can actually use the pause feature soon.

[SunsetRunner]

Hi Jenny, I am a Moto G user too, and after March 2017, I can still see the route and pace etc on the phone when I finish the run, but after the phone syncs, all this data is lost and I am just left with the steps (unless I switch on exercise auto detect, in which case I get the time as well, but the route and pace are deleted when the phone syncs). Does this happen to you after the most recent app update?

stephen

[Jas143]

Could you pls tell me wot u mean about stop down tks 
Sent from my LG Mobile

[Rich_Laue]

@SunsetRunner please read a few of the posts right above yours for your answer, you will see this is a known bug that moderators have mentioned numerous times in this thread. Yes it is being looked into despite what is being preached above.

The work around is fairly simple dont press pause then resume

[ErickFitbit]

We've recently updated the Fitbit app for Android to version 2.47. Please update your app and confirm if this is still occurring in 2.47. If so, please answer the following: 

• What is the make and model of your mobile device?
• Did this occur when using MobileRun (GPS on the phone app) or when using Connected GPS on your Charge 2/Blaze?
• What activity were you trying in MobileRun (Run, Walk, Hike) OR with Connected GPS?
• Give me the date and time that this event occurred.

Thanks for taking the time to provide me with complete information for my request above. This information helps our engineers pinpoint the issue. Thanks in advance!